Embracing new technology will help hoteliers revolutionise the customer experience and win business back from Online Travel Agents (OTAs), according to our latest report.
12 Sep 2017
Martin Jordan, our head of innovation, has outlined how the industry can enhance margins and bring a more personalised customer experience in his paper ‘The hotel in the clouds – Paths to innovation in hospitality’.
He believes by harnessing the power of good data and connecting systems intelligently, the hotel industry can decrease OTA’s market share to levels found in the airline industry.
Outlining how hoteliers can build consumer brand loyalty, the report focuses on the efficiency and intelligence of cloud-based property management systems and owning the customer relationship on mobile.
The head of innovation also explores how AI-driven chatbot technology and smart UX can bring a more meaningful service for customers.